Guest Experience Specialist – Front Desk

OTH Hotels Resorts; Pikesville (MD); On-site; USD 17,000 - 25,000; Full time

Job summary

OTH Hotels Resorts' Guest Service Agent at our Maryland property serves as the first point of contact for guests, handling check-in/out, reservations, and front desk inquiries with a friendly, professional demeanor.

This role requires strong communication, multitasking, and attention to detail in a fast-paced hotel environment, with shift-based scheduling including evenings, weekends, and holidays, and opportunities to upsell hotel services.

Qualifications

• High school diploma or equivalent required; hospitality degree preferred.
• Previous customer service or hospitality experience preferred.
• Experience with hotel property management systems (PMS) recommended.
• Ability to work flexible shifts including evenings, weekends, and holidays.

Responsibilities

• Greet guests warmly upon arrival and provide efficient check-in and check-out services.
• Manage room reservations using hotel property management software.
• Respond to guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel amenities, services, and local attractions.
• Handle billing, payments, and cash transactions accurately and securely.
• Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction.
• Answer phone calls, emails, and other guest communication channels.
• Maintain accurate guest records and front office documentation.
• Upsell rooms and promote hotel services when appropriate.
• Support overall front office operations as needed.

Skills

Customer service

Communication

Multitasking

Teamwork

Conflict resolution

Attention to detail

Education

High school diploma or equivalent

Hospitality degree preferred

Tools

PMS (Property Management System)

Reservation software

Job description

OTH Hotels Resorts' Guest Service Agent at our Maryland property serves as the first point of contact for guests, handling check-in/out, reservations, and front desk inquiries with a friendly, professional demeanor.

This role requires strong communication, multitasking, and attention to detail in a fast-paced hotel environment, with shift-based scheduling including evenings, weekends, and holidays, and opportunities to upsell hotel services.